Edit: They got back to me after seeing the review, got the money back.
Bought a pair of dice at a convention, the payment went through twice. It didn't pay instantly and said it would be paid once the seller definitely requests it, which ended up deducting 80$ instead of 40$. The seller refused to give me the goods and made me pay another 40$ in cash.
She told me that if I don't get the 80$ back, I should email them with the note she wrote, which I did. Despite their claim of "getting a response within 24 hours", it's been a week and I have heard nothing. They got back to me after the review, and told me my email landed in their spam and apologized. I emailed them back, and about a week later I got the 80$ back. We both couldn't figure out why the charging error happened.
Edit: thanks for the reply, I edited the trust pilot review right after it was sorted out but it seems it didn't go through. Everything was resolved soon after I sent the review, so there are no more issues. Neither of us knew why it ended up being so weird with the double charging, but everything was paid back that was needed to.
Risposta di Glassstaff
Hi Columbina,
First: I'm sorry. Getting charged twice for one set of dice is exactly what shouldn't happen, and you were right to be frustrated, especially when we didn't get back to you fast enough. That part's on us.
For anyone else reading this: the payment didn't go through instantly at our convention stand and ended up double-charging. It's a processing error, not something we ever want, and when it happens we refund it, no questions asked.
Columbina, we did respond to your email to sort out getting your money back but never heard again, so I want to be sure this actually got resolved. If the double charge is still on your statement, email me directly at info@glassstaff.com and I'll personally make sure you're paid back within 24 hours.
We only just started using Trustpilot, which is why this reply is late, that won't happen again. Thanks for the chance to put it right, and I hope the dice have been good to you since.
~ Cedrique, GlassStaff